Operations Manager

Gbs Mexico; Cancún; Presencial; MXN 420.000 - 660.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Performance-based incentives

Professional development and growth

Collaborative and dynamic environment

International organization exposure

Descripción de la vacante

GBS International, Inc. in Cancun seeks an Operations Manager to oversee daily contact center performance, drive service excellence, productivity, and business objectives.

You will lead and develop supervisors and agents, optimize processes, and partner with cross-functional teams to deliver outstanding customer experiences. This role offers a fast-paced, performance-driven environment with opportunities for professional growth and international exposure.

Formación

• Bachelor's degree or higher in a related field.
• Minimum 2 years in operations management or similar role.
• Proven leadership, coaching, and decision-making abilities.
• Strong analytical skills with experience interpreting operational metrics.
• Experience managing KPIs, service levels, productivity, quality, and team performance.
• Proficiency in Microsoft Office and CRM/reporting tools.
• Fluent in English, both written and spoken.

Responsabilidades

• Lead and manage daily operations of assigned contact center teams to ensure excellence.
• Monitor and drive KPIs including service level, quality, productivity, and customer satisfaction.
• Coach and develop supervisors and agents to maximize performance and engagement.
• Analyze operational reports to identify trends, risks, and opportunities for improvement.
• Develop and implement action plans to improve efficiency and achieve objectives.
• Collaborate with QA, Training, WFM, HR and other departments for success.
• Ensure compliance with policies, client requirements, and procedures.
• Manage staffing, scheduling, and resource allocation to meet demand.
• Resolve escalated issues professionally and efficiently.
• Foster accountability, teamwork, and a culture of continuous improvement.

Conocimientos

Leadership

Coaching

Communication

Decision-making

Analytical thinking

KPI management

MS Office

CRM systems

English fluency

Flexible schedules

Educación

Bachelor's degree in Business Administration, Management, or related field

Herramientas

CRM systems

Contact center reporting tools

Descripción del empleo

Location: Cancun

Full-Time | On-Site

About the Role;

Are you a strategic leader with a passion for operational excellence and team development? As an Operations Manager, you will oversee the daily performance of our contact center operations, ensuring service excellence, productivity, and achievement of business objectives. You will lead and develop supervisors and agents, optimize operational processes, and collaborate with cross-functional teams to deliver outstanding customer experiences while driving continuous improvement.

This is an exciting opportunity to make a direct impact in a fast-paced, performance-driven environment within a growing international company.

Key Responsibilities;

• Lead and manage the daily operations of assigned contact center teams to ensure operational excellence.
• Monitor and drive key performance indicators (KPIs), including service level, quality, productivity, customer satisfaction, attendance, and revenue goals.
• Coach, mentor, and develop supervisors and team members to maximize performance and employee engagement.
• Analyze operational reports and performance data to identify trends, risks, and improvement opportunities.
• Develop and implement action plans to improve operational efficiency and achieve business objectives.
• Collaborate with Quality Assurance, Training, Workforce Management, Human Resources, and other departments to ensure operational success.
• Ensure compliance with company policies, client requirements, and operational procedures.
• Manage staffing, scheduling, and resource allocation to meet business demands.
• Resolve escalated customer or operational issues professionally and efficiently.
• Foster a culture of accountability, teamwork, continuous improvement, and high performance.

Skills & Qualifications;

• Bachelor's degree in Business Administration, Management, or a related field (preferred).
• Minimum of 2 years of experience in operations management or similar management positions.
• Strong leadership, coaching, communication, and decision-making skills.
• Advanced analytical and problem-solving abilities with experience interpreting operational metrics.
• Experience managing KPIs, service levels, productivity, quality, and employee performance.
• Proficiency in Microsoft Office, CRM systems, and contact center reporting tools.
• Fluent in English (written and spoken).
• Ability to work in a fast-paced, results-oriented environment.
• Availability to work flexible schedules based on business needs.

What We Offer;

• Competitive salary.
• Performance-based incentives.
• Professional development and leadership growth opportunities.
• Collaborative and dynamic work environment.
• Opportunity to be part of a growing international organization.

About GBS International, Inc.

GBS International, Inc. is a global full-service company in the vacation ownership industry, dedicated to delivering exceptional guest experiences. With expertise in hospitality management and customer engagement, we take pride in creating lasting connections and delivering operational excellence for our clients around the world.

Ready to Lead High-Performing Teams?